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Customer Support Specialist
2 months ago
Job Summary:
We are seeking a highly skilled and experienced Customer Support Advisor to join our team at Omega Resource Group. As a Customer Support Advisor, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:
- Respond to customer inquiries and provide timely and efficient resolutions to ensure customer satisfaction.
- Ensure that all customer interactions are logged and maintained in our database to facilitate seamless communication and issue resolution.
- Provide first and second-line support for our customers, ensuring continuity between shifts and seamless handover of tasks.
- Assist with monthly customer surveys to ensure that our service levels meet customer expectations.
- Process sales orders for prepaid airtime cards for agreed customers.
- Manage inbound calls as required by the Shift Supervisor.
- Assist in the development of systems to deliver front-line support for our customer handling and customer care programs.
- Proactively monitor the associated infrastructure, investigate alarms, issue outage reports, and resolve all service issues.
- Manage cases through to resolution, escalating to internal and external resolver groups as necessary.
- Continuously update technical expertise through training and professional development.
- Make recommendations to improve the development of systems and processes to benefit the customer and company.
Requirements:
- Customer-facing experience.
- Computer literacy.
- Confident and clear telephone manner.
- Keen commercial awareness with ability to work on own initiative and unsupervised.
- Ability and willingness to continuously learn and support new systems and services.
- Desirable: Inmarsat and/or VSAT operational, service, or technical experience.
- Desirable: In-depth technical knowledge of customer equipment or systems.
What We Offer:
- Annual Bonus.
- Private Healthcare.
- Competitive Salary.
- Company Pension.
- Company Sick Pay.
- Free on-site parking.
- Free on-site Gym.
- 25 days holiday per year, plus Bank Holidays.
- Hybrid working opportunities.
